Voice Team Leader

2 weeks ago

Makati City, National Capital Region, Philippines Security Bank Corporation Full time

About the Role

As a Team Leader (Contact Center), you will be directly supervising and accountable for the overall quality of Better Banking Specialists assigned under your team. You will also be responsible for supporting The Center's objective of providing quality service to customers particularly through a robust and effective inbound customer service & contact desk.

How you'll contribute

  1. Prepare daily reports using available data and reports from MIS and determine the root cause as to why goals are not achieved.
  2. Handle escalations and perform outbound calls, email or SMS for customer concerns that require immediate attention and feedback to ensure resolution and customer satisfaction.
  3. Convey feedback to operations, quality and training department based on the process and guidelines that need improvement to ensure customer satisfaction.
  4. Manage and oversee the team's day-to-day operations shift assignments, schedules, attendance, and performance of Better Banking Specialists based on the existing CCG guidelines and tools to ensure that service level is achieved daily.
  5. Conduct coaching with Better Banking Specialists based on but not limited to call barging, AHT, quality review and score sheet daily, weekly and monthly to achieve performance goals.

What we're looking for

  1. At least 1-2 years of relevant experience as a Team Lead in any BPO setup.
  2. Bachelor's / college degree open to any field of study.
  3. Knowledge of bank products and services and team management.
  4. Effective leadership, planning, and organization skills.
  5. Able to communicate effectively with all levels of the organization and external customers.
  6. Strong communication and coordination skills, assertive, detail-oriented, and results-oriented.
  7. Willing to work on premise in Makati Head Office.

About Security Bank

Security Bank is one of the Philippines' best capitalized private domestic universal banks. Established in 1951 and publicly listed with the Philippine Stock Exchange (PSE:SECB) in 1995, our major businesses cover retail, corporate, commercial, and business (MSME) banking.

We're recognized as an Employer of Choice in Philippine banking by various award-giving bodies for our values-based culture, industry-leading engagement and benefits, and commitment to work-life balance.

Most recently, we ranked as the #2 best employer in the Philippines and #54 globally on the prestigious Forbes' World's Best Employers 2023 list.

At Security Bank, our approach to Human Capital Management (HCM) is embodied by our Employee Value Proposition (EVP): "YOU matter."

Start your BetterBanking career with us today.

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